Process Refunds

How can I manually process refunds?

❗️

Refunds should be processed through your eCommerce platform.

Any refunds processed in the merchant portal will not be visible in your eCommerce platform, and will need to be manually reconciled.

After opening an order in the Merchant Portal you will see a Cancel button.

📘

You can not refund more than the original order amount.

For partial refunds, you will be asked to enter the amount you want to refund.
When the refund is complete it will show the Clearpay order page will show the Less Returns line item under the Order total with the amount of the refund.

General information about Refunds, Returns and Exchanges

Refunds for customers using the Clearpay payment option will follow your brand’s standard return policy and will first be refunded from you to the designated Clearpay account. and then to the customer.

Once the refund is processed to the Clearpay account, if funds are owed to the customer at that time, it will be processed to the card(s) associated with the payment installment(s). For this reason, do not offer an exchange, cash refund or store credit for Clearpay orders. Should a refund be processed in any other manner and not an adjustment to the order, the customer may get confused as to why payment is still due for a Clearpay order for goods returned.

Once the refund is processed with Clearpay the customer Clearpay payment plan is adjusted to reflect the new total order value, starting with the last payment and working backward.

📘

Clearpay will only process refunds initiated by the merchant.

Order Modifications

Once Clearpay has approved an order, order details cannot be modified, and items cannot be added to the order. We encourage customers to place a new, and separate order if they would like to add additional items to their purchase.

📘

Customers must contact the merchant for cancellations and/or refund requests.